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Digital Transformation Journey Just Beginning, According to Global Research Study
[June 25, 2018]

Digital Transformation Journey Just Beginning, According to Global Research Study


If digital transformation (DX) is using digital technologies to create new business models and change markets, then the journey has only just begun according to a new IDC white paper commissioned by Avaya (News - Alert).1 The study of nearly 800 enterprise companies across 15 countries showed this and other constructive insights for organizations planning their transformation strategies.

The study found that 69 percent of respondents rate their DX efforts to date as less than extremely successful in meeting their goals. Only 19 percent believe they're truly innovating as a result of their initiatives. Survey results suggest that one of the primary reasons for this perceived lack of innovation is that most companies are still in the early stages of the transformation process, even though they are well into DX discussions.

The evidence also suggests that these early efforts are largely focused on implementations and refreshes of individual technologies, instead of strategic modernization. Optimally, the individual technology deployments should be steps in the larger plan to achieve the overall goals and objectives of the DX strategy.

Regarding drivers for DX initiatives, even though a transformed customer experience is widely discussed as the desired outcome, responses suggest that employee productivity is currently prioritized by 62 percent of companies, versus 54 percent that have prioritized the customer experience.

To put it together, it appears that the current state of DX leans toward individual technology refreshes focused on internal efficiency objectives. This does not mean that the internally focused efforts are not well designed, but simply reflects that plans are still in early stages, starting with a foundation of internal improvements. While any organization will welcome the resulting cost efficiencies and internal productivity gains, those focused on growth should not stop there. The study found that revenue growth at companies with digital transformation strategies encompassing both customer and employee experiences surpassed those with their vision limited to cost reduction.

While the results also showed that companies focused more on the customer experience over expense reductions had the highest revenue growth, the internal-first approach may ultimately be faster and more effective in achieving custome experience objectives than starting with front-end or customer-facing processes. Transformations driven from the inside out -- first aligning people, tools and processes to create an environment that supports the desired customer journey -- are likely to provide a solid path to the customer satisfaction and loyalty that drive lasting growth.



Download your complimentary copy of Digital Transformation: Insight into Getting it Right!, the 2018 IDC (News - Alert) InfoBrief Sponsored by Avaya.

About Avaya


Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit www.avaya.com.

Cautionary Note Regarding Forward-Looking Statements

This document contains certain "forward-looking statements." All statements other than statements of historical fact are "forward-looking" statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "our vision," "plan," "potential," "preliminary," "predict," "should," "will," or "would" or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, availability and effectiveness of new products and features. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company's Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company's filings with the SEC (News - Alert) that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company's SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

Source: Avaya Newsroom

1 IDC White Paper (News - Alert), sponsored by Avaya, Digital Transformation: Insight into Getting It Right!, May 2018


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